Frequently Asked Questions

Are you operating normally during this time?

As a small business we are doing everything to work as normal, obviously we have reviewed and strengthened all our hygiene/welfare processes to ensure the welfare of our staff and their families. So please continue to support all small businesses like as ours, as we need you more than ever now. Should the situation change we will update our customers (Please stay safe)

Is it still safe to send and receive mail during the Coronavirus?

Public Health England has advised that there is no perceived increase in risk of contracting the new coronavirus for handling post or freight from specified areas. From experience with other coronaviruses, we know these types of viruses don’t survive long on objects, such as letters or parcels. So keep sending and receiving mail as normal although you wont be required to physically sign for registered.

Is all your jewellery sterling silver?
Yes, all Lily Charmed jewellery is 925 sterling silver, 18 carat gold plated sterling silver or solid 9 carat gold. All our silver charms are cast from recycled sterling silver too! 

What is sterling silver?
Silver by itself is a very soft metal so around 7% of the material used in quality silver jewellery is made of other alloys, usually copper to give it strength and longevity. All our silver jewellery is stamped 925 which refers to the fact that at least 92.5% of the metal is pure silver.

Hallmarking – why do some items have a hallmark, and others do not?
By law all sterling silver items over 7.8 grams must be hallmarked. We hallmark all our silver that is over this weight with the Birmingham assay office. All our 9 carat gold is also Hallmarked by the assay office.

Do I have to pay for a gift box?
No. All our jewellery is beautifully presented in our premium gift box with a polishing cloth and finished with a hand-tied ribbon, all as standard.

Can I buy a single charm without a necklace?
Yes. Click on Charms in the menu. This will show you all our unique  charm designs to add to an existing Lily Charmed necklace or bracelet

Can I buy a Necklace without a message on the card?
Yes, all our necklaces can be supplied with or without a message. However as there is no difference in price why not personalise your gift with your own message that we will print for you. Also some of our most popular gifts are available with pre-written messages, or if you wish, simply leave blank. The choice is yours.

How do I personalise my own Necklace?
Go to any of our Personalised charm necklaces and you will be able to select you preferred chain length, add an additional letter charm and and then add a personal message which we will print to ensure your gift is truly personal

Why can’t I return an engraved item?
Unless your engraved or monogrammed jewellery is faulty or we made a mistake (unusual!), we can not accept returns as we can’t resell it. This does not effect your statutory rights.

Can I return Earrings?
For Hygiene reasons we cannot accept returns of earrings unless they are faulty.

Can children wear your necklaces?
Yes – we have a range of childrens necklaces with a smaller 35cm chain length please head the the Gifts for Children category, for our full range of jewellery which is suitable for children. Safety Advice: Our jewellery is not intended as a toy. Children should not be left unattended wearing jewellery and should never be allowed to sleep wearing jewellery or wear it unsupervised for prolonged periods.

Can I add items to an existing order?
Sorry, it is not possible to add items to an existing order. Feel free to make another though

Can I change my shipping address after my order has been dispatched?
Unfortunately we are unable to redirect your delivery once it has been dispatched. If however you think you have made an error in your shipping address please contact us and if the item has not been dispatched we may be able to change the shipping address.

How will I know you received my order & when will payment be deducted?
An email confirmation will be sent once an order has been received. We will also receive your payment at this time. In the rare instance that the items you have ordered are not available, your order will be cancelled & refunded. An email will be sent informing you of the cancellation.

I want to send a gift directly to the recipient and I don’t want them to see the price I paid. Is this possible?
No problem. Simply choose ‘Gift Receipt’ at the checkout, and we won’t include any reference to the price when we send it to your gift recipient.